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Production Services Lead - Wealth Management Trading and Operations Technology Application Support - Core Technology Infrastructure

Jacksonville, Florida;

Job Description:

Role Summary:  The Production Services Lead will be responsible for ensuring a stable Application Experience for Operations, Advisors, and Clients of a portfolio of supported applications . The candidate will be responsible for timely updates to Executive Leadership of status of all escalated issues, and identify ways to prevent stability concerns in the environment by identifying and working with partner teams on process gaps, application gaps, and technology gaps.  Coordinates with various support teams across the organization, for problem research and resolution. Communicates with management the overall status and health of the applications. Looks for areas of improvement in monitoring, and speed of determining root cause. Provides monitoring of the environment during release or independent change and tracks changes to the production environment for management and executive communications.

  • Interacts with clients and provides them with the status of production issues.

  • Performs troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis for incidents and problems including single user issues

  • Takes accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Able to partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.

Required Skills:

  • 4 or more years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment.

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2 or more widely used monitoring tools.

  • Willingness to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.

  • Hands-on experience in Event, Incident, and Problem processes

Desired Skills:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting Kafka and JBOSS Applications

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions.

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues.

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents.

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools.

  • ITIL Certification

  • Interacts with clients and provides them with the status of production issues.

  • Performs troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis for incidents and problems including single user and branch issues escalated by Advisory users

  • Provide daily executive management updates to outstanding Advisory Escalations

  • Takes accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Able to partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.

Required Skills:

  • 4 or more years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment.

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2 or more widely used monitoring tools.

  • Willingness to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.

  • Hands-on experience in Event, Incident, and Problem processes

Desired Skills:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting .NET applications (familiar with Debug Diag, etc.)

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions.

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues.

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents.

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools.

  • ITIL Certification

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Role Summary:  The Production Services Lead will be responsible for ensuring a stable Application Experience for Operations, Advisors, and Clients of a portfolio of supported applications . The candidate will be responsible for timely updates to Executive Leadership of status of all escalated issues, and identify ways to prevent stability concerns in the environment by identifying and working with partner teams on process gaps, application gaps, and technology gaps.  Coordinates with various support teams across the organization, for problem research and resolution. Communicates with management the overall status and health of the applications. Looks for areas of improvement in monitoring, and speed of determining root cause. Provides monitoring of the environment during release or independent change and tracks changes to the production environment for management and executive communications.

  • Interacts with clients and provides them with the status of production issues.

  • Performs troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis for incidents and problems including single user issues

  • Takes accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Able to partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.

Required Skills:

  • 4 or more years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment.

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2 or more widely used monitoring tools.

  • Willingness to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.

  • Hands-on experience in Event, Incident, and Problem processes

Desired Skills:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting Kafka and JBOSS Applications

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions.

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues.

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents.

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools.

  • ITIL Certification

  • Interacts with clients and provides them with the status of production issues.

  • Performs troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis for incidents and problems including single user and branch issues escalated by Advisory users

  • Provide daily executive management updates to outstanding Advisory Escalations

  • Takes accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Able to partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.

Required Skills:

  • 4 or more years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment.

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2 or more widely used monitoring tools.

  • Willingness to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.

  • Hands-on experience in Event, Incident, and Problem processes

Desired Skills:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting .NET applications (familiar with Debug Diag, etc.)

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions.

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues.

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents.

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools.

  • ITIL Certification

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21071166

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus:

0